eCommerce Customer Service Associate

Envision•Wichita, KS

About The Position

Responsible for managing and supporting daily eCommerce order operations within a drop-ship fulfillment environment, including order entry, purchase order creation, order tracking, and reconciliation across internal systems and vendor platforms. Ensures accurate and timely processing of customer orders, refunds, and payments while proactively monitoring order status, resolving system discrepancies, and following up on unfilled vendor orders and unresolved shipments. Serves as a key liaison between customers, vendors, and internal teams to maintain high service standards, improve fulfillment accuracy, and support profitable customer retention.

Requirements

Education: High School diploma or GED required.
Experience: Minimum of 3 years previous customer service and account management experience required; inventory management and accounting experience helpful.
Knowledge/Skills: Advanced computer skills in Microsoft Word and Excel required.
Excellent customer service skills, including written and oral communication abilities.
Must possess good organizational skills, attention to detail, and ability to prioritize multiple tasks.
Self-motivated as well as able to work independently with periodic consultation/direction.
Good aptitude for figures and detailed record keeping practices.

Nice To Haves

Associate degree preferred.
Knowledge of Zentail, 3rd Party Marketplaces (Amazon, Walmart, eBay, etc.), and Content Analytics helpful, but not required.
Ability to think creatively and assist with developing and implementing digital marketing strategies.

Responsibilities

Provide exceptional customer service by servicing inbound calls and email correspondence.
Manage and monitor the E-Commerce customer service email inbox and Envision Supply Source email communications.
Monitor and follow up on unfilled vendor orders and unresolved shipments.
Review and manage incomplete orders and system discrepancies including back orders, manual mark outs, rejected items, and exception report items.
Approve price changes in Microsoft Dynamics AX and update trade agreements every two hours.
Resolve orders not reflected in Microsoft Dynamics AX and other internal systems.
Complete and verify Advance Shipping Notices (ASN) in Big Commerce.
Close Purchase Order in Microsoft Dynamics AX.
Record and review credit reports, follow up on open credits, and process refunds.
Clear order holds and manage all customer account activities for assigned store locations.
Setting up a new customer account in Big Commerce and providing quotes as requested.
Support Xpress back-office operations and administrative functions.
Demonstrate flexibility to perform other job duties as assigned.